Government agencies as any other industry can benefit tremendously from contact center analytics to improve their contact center operations and customer services in order to provide high-quality customer experience. Citizens expect omnichannel interaction with their governments and data gathered through this omnichannel approach can provide tremendous opportunities for government agencies to look into requirements and expectations of their citizens. In such scenario, unified contact centers present an ideal solution which can provide information and analytics capabilities that help agencies continuously improve their service and cost structures. For instance, Cisco’s Customer Interaction Analyzer software captures omnichannel information regarding the citizen’s interaction with government contact centers or helplines providing government agencies an opportunity to better understand citizen needs and respond appropriately. Similarly, in the defense domain cloud contact center coupled with analytics capabilities can provide flexibility to agents enabling them to resolve issues even when away from their desk; facilitate personalized proactive communications with defense personals and their families; and manage timely resolution of incidents across all channels.

Contact Center Analytics Solutions in Government and Public Sector

Comparing 25 vendors in Contact Center Analytics Solutions across 166 criteria.
2 Experts are advising 44 Contact Center Analytics Solutions buyers
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8X8 Contact Center products – Virtual Contact Center and ConnectNow. Virtual Contact Center is a suite of cloud-based Software as a Service (SaaS), powered by the company’s single, cloud-based proprietary platform, 8x8 Communications Cloud.
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80 Buyers Negotiating
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Genesys registers its presence in the contact center analytics market with a number of solutions like (Genesys Pureconnect Contact Center) powered by its customer experience platform - Genesys CX Analytics. It enables contact center executives to gain crucial insights into customer interactions and operational data; and provides detailed reporting of application performance, including call data, voice user interface, agent performance, and Service-Level Agreements (SLAs).
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89 Buyers Negotiating
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For GENESYS AEROSYSTEMS
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Cisco registers its presence in the contact center analytics market with its analytics offering – Cisco Connected Analytics for Contact Center (CACC). It is a bundle of software and services, which includes an analytics engine, comprising software components for data integration and analytics; and services, such as Cisco data and decision science services.
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84 Buyers Negotiating
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For CISCO SYSTEMS INC
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CallMiner registers its presence in the contact center analytics market with a number of solutions such as CallMiner Eureka, CallMiner myEureka, CallMiner EurekaLive, CallMiner Eureka API and CallMiner Eureka Xchange that can be deployed on-premises and on-demand.
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85 Buyers Negotiating
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Five9 provides the Five9 Contact Center, which includes contact center software for reporting and WFO. The company offers comprehensive professional services, including application configuration, system integration, and education and training.
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76 Buyers Negotiating
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Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.
86 Buyers Negotiating
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NICE provides a number of solutions in the contact center analytics market, such as customer engagement analytics, contact center compliance, WFO, VoC, handle time optimization, call volume reduction, back-office performance, and fraud and authentication prevention.
Nice Incontact Contact Center is a cloud based contact center.
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70 Buyers Negotiating
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For NICE-SYSTEMS LTD
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Oracle provides Oracle Contact Center Telephony Analytics or Oracle Service Cloud Contact Center, which enables contact center managers to analyze the overall contact center performance. The product provides support for large numbers of concurrent users with native support for mobile and tablet devices, multi-terabyte data sets, and the largest enterprise deployment.
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75 Buyers Negotiating
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For Oracle Database
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EngHouse Interactive Contact Center is contact center solutions for SMEs, enterprises, service providers, and outbound communication platforms.
80 Buyers Negotiating
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SAP provides SAP Contact Center software in the contact center analytics market
79 Buyers Negotiating
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Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center or MiCloud Engage Contact Center.
81 Buyers Negotiating
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For MITEL NETWORKS CORPORATION
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Ameyo helps organizations to connect, serve, and support their clients. It provides a flexible all in one solution that allows users to have a personalized interaction with each customer via multiple channels. This analytics solution aims to aid different organizations to enhance their productivity and meet all the requirements of its consumers. For monitoring the overall performance, the platform gives channel-wise reporting as well.

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62 Buyers Negotiating
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Aspect Software is an American multinational call center technology and customer experience software from Aspect Software Inc. Company. It ensures the best enterprise call center services and is a cloud-based contact center analytics platform. It provides the best contact center and workforce optimization software solutions along with features such as automated live interactions with customers, optimization of workforce and engagement of employees, higher scalable deployments and much more. It helps you in managing your performance and most importantly, aids in optimizing your services in a much-enhanced way.
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76 Buyers Negotiating
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For Aspect Via Cloud Contact Center
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66 Buyers Negotiating
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For HPE
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